Premium Support for SMB is AVAILABLE!!!

I've been involved in Premium support for over three years as a software engineer and now as a PSM. The organization that I work with is amazing and my colleagues work with a wide variety of industries and companies world wide. Today, we announced Premium Support for SMB. This offers our Lotus software SMB customers an opportunity to enjoy a closer, more personalized relationship with IBM support. The primary focus of this offering centers on:

Proactive Support. The assigned Premium Support Manager (PSM) assists the customer in planning for changes to their environment by performing technical research on the anticipated change. To guide the customer to a successful completion, the PSM can push relevant information on the environment change as well as offering best practices. Point of contact for critical technical issues / escalation management. Fixed amount of in-house time for technical research.

IBM Workplace for Customer Support (IWCS) personalized portal designed to improve your client's IBM customer support experience. Provides a single point of entry to IBM’s technical support resources to save your client's time and effectively lighten their load. Additionally, provides personalization, customization, and filtering for their technical support information that they won't find anywhere else!

Knowledge Sharing Activities, provided to our premium support customers, are scheduled conference calls featuring developers or senior support engineers to offer advisory tech talks. These sessions are not available to the general IBM community.